Customer Support Specialist

Donorbox; United States; Remote; USD 20,000 - 24,000; Full time

Benefits offered by this job

Fully remote

Stock options

Home office stipend

Generous PTO

Wellness program

Job summary

Donorbox is seeking a Customer Support Specialist to join our Customer Success and Intelligence team. The role is fully remote and based in Latin America (El Salvador, Mexico, Brazil, Colombia).

You will handle email tickets, troubleshoot issues, and guide customers on best practices for using our SaaS fundraising platform. Candidates should be comfortable with Zendesk, have strong analytical and communication skills, and be able to explain complex concepts concisely in English.

Qualifications

• Experience with support ticketing software (Zendesk preferred).
• Excellent analytical and problem-solving skills.
• Ability to explain complex ideas concisely and simply.
• Excellent written and verbal English communication skills.
• SaaS experience.

Responsibilities

• Respond to e-mail support tickets promptly, providing support and information as required.
• Investigate issues and assist the Support Development team in identifying bugs.
• Handle complex technical issues and maintain an accurate understanding of those issues.
• Assist in updating our knowledge base in Zendesk as needed.
• Provide product usage guidance and best practices to customers.
• Monitor customer feedback and suggest improvements to enhance the customer experience.

Skills

Analytical thinking

Problem solving

Clear communication

SaaS experience

Tools

Zendesk

Job description

About Donorbox

Donorbox is a leading fundraising platform and donor management system for nonprofit organizations. Our mission is to accelerate positive impact worldwide by helping nonprofits become highly effective at raising funds and managing their supporter base. Since 2014, we have powered more than 100,000 global organizations to close to $3B in donations.

Our fast-growing company is profitable and bootstrapped with a healthy run rate. We have a fully distributed and diverse 150-person team based in 16+ states and 23+ countries.

Donorbox is rated the #1 software for fundraising, donor management, and nonprofit payment on G2 based on hundreds of verified customer reviews. We're proud of what we do, and our product reflects it!

The Role

We're looking for someone passionate about stellar customer support to join our Customer Success and Intelligence (CSI) team! Our product is web-based and technical in nature, so our ideal candidate must be skilled enough to tackle complex queries about Donorbox and help customers solve any technical issues. The Customer Support Specialist will play a key role in maintaining our excellent company reputation for supporting and responding to customer needs.

Responsibilities

• Respond to e-mail support tickets promptly, providing support and information as required


• Investigate issues and assist the Support Development team in identifying bugs


• Handle complex technical issues and maintain an accurate understanding of those issues


• Assist in updating our knowledge base in Zendesk as needed


• Provide product usage guidance and best practices to customers


• Monitor customer feedback and suggest improvements to enhance the customer experience

Qualifications & Experience

• Experience with support ticketing software (Zendesk preferred)


• Excellent analytical and problem-solving skills


• Ability to explain complex ideas in a concise and simple way


• Excellent written and verbal English communication skills
  
• SaaS experience

Details

• Fully remote based in Latin America (El Salvador, Mexico, Brazil, and Colombia)


• Salary: $2,000 USD monthly

Benefits & Perks

• Fully remote work from the comfort of your home


• Eligibility for employee equity plan (stock options)


• Reimbursement package for home office expenses and professional development, up to $1.5k


• Generous time off policy of 21 days (birthday included ), 8 holidays of your choice, and 2 paid volunteer days


• Wellness program with fitness and mindfulness classes


• Love your work and our mission of serving nonprofits!